The Client
As a Fortune 300, this American insurance company offers a full array of benefits solutions, including benefits communication, enrollment services, and claims support. They have paid $7.5 billion in benefits and protect 39 million people worldwide.
Objective
During the upswing of remote work environments in 2020, the client wanted to respond proactively to new market pressures and deliver best-in-class, fully digital customer service at an optimized price.
With this aim, the carrier embarked on a major efficiency initiative. Their focus? Gain insights into workforce utilization, productivity, and customer-service quality in their claims operations.
Solution
Within two weeks, detailed claims operations data were delivered, quantifying how much time people spent on processing, worktime, and non-process work. The insights also provided supplemental data points, such as the number of decisions and actions per FTE to add valuable context.
Skan AI then generated a real-time look into unit cost, processing cost, and required staffing by case type, customer, and employee role. These valuable insights had a positive impact beyond claims, informing better pricing and product catalog decisions.
A major component of the carrier's efficiency initiative was the adoption of a fully digital end-to-end customer experience for enrollment, administration, and claims. Skan AI's detailed insights around system utilization across users, applications, and experience levels with variant analysis helped accelerate digitization and automation and found training priorities and smarter technology investments.
Outcome
Insights from Skan AI helped the client achieve $15M in OPEX savings, 5 months ahead of target. The partnership:
● Improved processing utilization (minutes per day) by 41%
● Reduced the average time to close a case (total minutes) by 16%
● Boosted overall productivity by 31%
● Fed decisions and interactions with better data for an overall 28% increase in accuracy
Skan AI also helped the client improve capacity forecasting in new payroll and gain a lift in Net Promoter Score (NPS) from 3.5 to 3.9.
The carrier now uses Skan AI to drive more accurate staffing and hiring forecasts. With Skan AI data, the client was able to quantify that it takes exactly 290 days for new hires to reach their newly established target level of productivity.
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Originally posted in the IRPA AI Network — Enterprise AI